Jocelyn McConachieDirector of Customer Experience
Jocelyn Mcconnachie has led strategic customer, colleague and stakeholder transformation in organisations including National Grid and E.ON and in board-level roles at CalMac Ferries. Her passion for customer-centred multi-channel change and her board expertise, particularly in challenging environs with complex stakeholder relations, has given Jocelyn valuable experience in successful and sustainable transformation from frontline to boardroom.
- The role of CX tools in strategic change, and how they can be applied to employee experience so that the two
- The impact of colleague listening to engage and bring to life the issues regarding customer/colleague experience
- To bring this to life, a HR/Business services programme leader will share their work and reflections, including on